When you begin troubleshooting with a client is important that you ask the right questions.
Suggested Phrases
There are a number of situations that simply cannot be resolved on the phone and require inspection by a technician.
I apologize for the inconvenience; we will need to schedule an appointment to have one of our experienced technicians review the issue. What day of the week works best for you?
Agents should move consistently through the troubleshooting steps provided on the Intranet, and if they are unable to resolve the issue, they should be scheduling an appointment and not spending a marathon on the phone.
Ms. Jones do you have a minute to go through our troubleshooting steps. ..Great there are a few questions I would like to know about the device.
Patience is a virtue, yes, and one call resolution is always desirable, but it isn’t always possible as we have a highly sensitive device that the Clients are working with.
Just so I can clarify and help you, the problem is … With this situation, we will work to resolve the problem you are experiencing.
Preliminary Questions to Ask the Client
Ask ONLY Qualifying Questions
Review each below in order of sequence to better diagnose the client’s situation and to determine the functionality and current status of the vehicle.
Q1: What notifications are being displayed on the handset?
If there are an error code, review Event Log Errors FAQs for further instructions.
If there is a Lockout/ Perm lock, follow protocol for Lockout Code Override protocols per SOP and charge fees accordingly.
*If you do not see the information on the T&S Intranet, consult your direct supervisor or reach out to the T&S Team via google hangouts, UTR and do not assume info if it isn’t provided as it may be confidential and not authorized for clients.
Q2: What is the conflict you’re experiencing with your IID and please be specific?
If it is determined to be a user interface conflict, then proceed accordingly with instructions on how to properly use and provide an adequate passing breath sample.
If it is something outside of those parameters and appears to be a technical or possibly a device-related issue, please proceed and review the following instructions.
Diagnosing Equipment Functionality & Current Status of Vehicle
Q3: Does the handset device power on?
YES - proceed to provide instructions for taking breath sample - device-specific.
NO - review next question.
Q4: Does the radio power on and function normally?
YES - proceed to next question.
NO – The battery & possibly alternator will need to be inspected by a mechanic.
Q5: Do the headlights turn on or horn does the horn honk? Are they dim or bright?
YES - proceed to next question.
NO - If dim, or no and vehicle still does not start, proceed with Battery Vehicle Charge Instructions
Q6: Do the power windows or power door locks?
YES - proceed to next question.
NO - Or if they are slow/ sluggish, the battery & possibly alternator will need to be inspected as this is a tell-tale sign of inadequate battery current to properly power those vehicle components and the vehicle battery will need to be slow charged and/or serviced and possibly replaced.
Q7: Is the vehicle shifter fully engaged and in the “P” for Park position?
YES - proceed to next question.
NO – If the vehicle is not engaged in the park position, then the vehicle ignition will not engage and activate the IID warm-up process.
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